EMINEM
What does KPI stand for?
Key Performance Indicator
Open ended questions:
a.Require you to say yes or no.
b.Require you to think about your answer more carefully.
c.Will help you understand your customer better.
d.B and C only.
d.B and C only.
CRM stands for:
Customer Relationship Management
CLV stands for?
a.Cost of Land Value
b.Cost of Living Value
c.Customer Leaving Value
d.Customer Lifetime Value
d.Customer Lifetime Value
BNA stands for which of the following?
Select one:
a.Business Necessity and Accounting
b.Business Needs Analysis
c.Buying Nothing Always
d.Best Notary Around
b.Business Needs Analysis
Which 2 are examples of psychographic segmentation?
a.Reference groups
b.Age
c.Stage in family life cycle
d.Ethnic Background
e.Marital Status
f.Home ownership
g.Mobility Patterns
h.Attributes
a.Reference groups
h.Attributes
Impulse Customers have one of following habits:
Select one:
a.Ask a lot of questions that have nothing to do with your products.
b.Take up too much of your time and don’t buy
c.Know they want to buy and eagerly buy products when they see an opportunity
d.None of the above.
c.Know they want to buy and eagerly buy products when they see an opportunity
A GAP Analysis will help you which of the following:
Select one:
a.Compare where you are in your business to where you want to be.
b.Email your most important clients.
c.Build a better website.
d.None of the above.
a.Compare where you are in your business to where you want to be.
Loyal Customers have a tendency to do the following:
Select one:
a.Can take up far too much of your time and potentially cost your business money.
b.Spend more money than most of your customers.
c.Not tell anyone about your product.
d.Shop very slowly and buy rarely
b.Spend more money than most of your customers.
To avoid customer complaints, you should:
a.deploy new technology
b.assess risks
c.empower your staff
d.all of the above
d.all of the above
Demographic Segmentation includes which of the following. Choose Two.
a. Income
b. Personal opinions
c. Location
d. Spirituality
a. Income
c. Location
Core product knowledge means you:
Select one:
a.Are researching additional product information.
b.Want to create a Business Needs Analysis.
c.Are an expert regarding a product.
d.Are an impulse buyer.
c.Are an expert regarding a product.
Which one is an option for dealing with risk?
Select one:
a.High risk
b.Show the risk
c.Spread the risk
d.Record the risk
e.None of the above
f.Both A and C
f.Both A and C
The "three levels of product" can be broken into three main types:
Select one:
a.summarized, calculated, exact
b.core, summarized, augmented
c.core, actual, augmented
d.augmented, core, calculated
c.core, actual, augmented
What does "LTV" stand for?
a.Long Term Value
b.Lifetime Value
c.Lifetime Time Value
d.Long Term Venue
b.Lifetime Value
When the client expresses a concern, the organization takes______ based on that concern.
a)price
b)quality
c) service
d) appreciation
e)action
f) income
e)action
To establish a good loyal customer base, Companies need to show ______ to their customers for the patronage that is given to your organization.
a)service
b)appreciation
c)quality
d)price
e)action
b)appreciation
Why is it beneficial to develop loyal customers? Choose 2 reasons.
a. They advertise our products and services to others.
b. They will stop complaining customers.
c. They don't care about the level of quality because they have a feeling of belonging.
d. the company won't need to find new customers.
e. They are the reason why we get many new customers by referral.
a. They advertise our products and services to others.
e. They are the reason why we get many new customers by referral.
Purchasing travel insurance with an airplane ticket is an example of:
a.Primary purchase
b.Secondary purchase
c.Tertiary purchase
d.None of the above
b.Secondary purchase
Product knowledge is an essential sales skill. Augmented Product Knowledge means...
Select one:
a.You have good knowledge about the product, such as benefits and features.
b.You are still learning about the product.
c.You know nothing about the product.
d.you have a basic understanding of the product.
a.You have good knowledge about the product, such as benefits and features.
All customers need friendly, courteous _________ in a respectful and fair environment. This is the basics of customer service, and the reason it is so important in the delivery.
a)action
b)appreciation
c)service
d)quality
e)income
f)price
c) service
All customers need to know they are being sold a product at a fair ______.
a)service
b)price
c)appreciation
d)quality
e)action
f)income
b)price
An item that does not last a reasonable amount of time is not considered of good _____________.
a)quality
b)action
c)price
d)appreciation
e)income
f)service
a)quality
What is recommended when developing a customer service policy? Choose two options.
a. Train the employees and customers of the policies.
b. Customers should not assist in developing the policies for the organization
c. Set the policies only with the organizational goals.
d. Develop a vision to assist in the development of the policy.
a. Train the employees and customers of the policies.
d. Develop a vision to assist in the development of the policy.
There are six Ethical Values put forth by Schwarts. Choose 2 options from the following.
a. Compassion
b. Respect
c. Honour
d. Compatibility
e. Citizenship
b. Respect
e. Citizenship